- 10 years ago
- Wedding: March 2008
For anyone who is planning a honeymoon, vacation, anniversary…please beware of using http://www.bookit.com for your plans. I had a horrible experience with them and would like anyone who was looking to use them to beware.
I have been researching on a vacation in the Mexican Riviera for my husband and I for months now. We wanted to go somewhere for a few days before Thanksgiving and wanted and All Inclusive Resort somewhere warm. After much research I decided on a 5 star luxury resort in Mexico and began looking at booking options. Now I realize that you could save yourself some money and time by booking airfare, hotel, airport transfers and travel insurance together as a package. I found the best deal on http://www.bookit.com and decided to give them a call.
Now, I’m no genius, but I thought sometimes with travel agencies you may get a better deal if you call them over the phone rather than book directly online. So after viewing the package I wanted online and it came in just under our overall budget assuming a one stop layover in our air trip. So I called them and spoke to one of their representatives. I should have went with my instinct when I felt she was not listening to me and seemed distracted by other things. I had to repeat myself several times, as far as what dates I wanted, which resort, etc.
At the end of the call she gave me a price that was a couple of hundred dollars off of what I saw online. I asked her if there was a price difference between calling and booking online and her response was, "airfare changes every 5 minutes so it’s generally more accurate if you book over the phone." So I was under the impression that I saved myself some money. I was so ecstatic, that I decided to upgrade our airfare to nonstop for an additional $400 and that would bring us to just about what we had budgeted. I had her confirm that the price she quoted me was all inclusive of taxes, transfers, fees, roundtrip airfare and resort stay. She as nice as nice could be when I was booking and told me in a few hours I would receive my confirmation. I went out to lunch and came back to find that she had booked me at the WRONG hotel!
I called immediately and she not only didn’t apologize for her mistake but told me that she would have to speak with Customer Service to see what could be done. Bear in mind, this was less than 3 hours from my original booking! She called me back and told me she would cancel the wrong hotel and rebook me at the correct one but would need my CC# to hold the right hotel. Now you can imagine how weary I was getting about her abilities to do anything right. When I began questioning her about price differences and how much the total trip was going to cost me she responded in a nasty tone, "look, we’re doing you a favor here by not charging you for any cancellation fees, because we’re supposed to, so if you don’t give me your CC# so I can rebook the correct room for you and if I have to transfer you over to customer service, they are going to charge you a cancellation fee." I explained that I wanted to know how much this new trip was going to cost me and had her confirm that booking as a package is much cheaper than booking items individually. She stated since airfare and transfers were non refundable, she would have to book my hotel separately. I asked if she could break down the cost of my airfare, transfer, travel insurance, hotel and give me a total…she said she couldn’t do that. At this point she was very irritable, never acknowledging that it was her fault to begin with and she told me that I had to rebook otherwise they would charge me the cancellation fees. She added that, "I should have known she gave me the wrong price when it differed from that on the website and it was my fault for thinking I was getting a better deal on the package." I reminded her that she had said airfare changes constantly and was probably the reason for the difference in prices I was seeing. I then mentioned that my airport transfers were going to the wrong hotel and she needed to correct that and she said she would. She then told me my new total would be $500 more than what I was originally quoted as that was the price difference between the hotels. Against my better judgement, I gave her my CC# and she was all nice again.
You can imagine my disappointment, but I decided not to delve into it as I was at work. The next day I called to see what exactly was going on with my reservation and the lady I spoke with told me that everything seemed good. Imagine my surprise when I looked at my CC statement this week to find 4 separate charges on my CC! I added up all the totals to find that this trip was costing me well over $1000 of our initial budget and on top of that, the trip was costing me well over $200 the package price they had on their website. I called them very upset and spoke to another lady who told me that my initial deposit of close to $1300 was for airfare ONLY and nothing else. They had to charge the travel insurance, transfers and deposit on the hotel separately, which was why I was seeing 4 different charges on my CC. I explained that the price I was quoted should have included ALL of the above as well as taxes and fees so why was I being charged again?!
We went back and forth on it and finally I had enough, I wanted them to cancel EVERYTHING and I would NOT pay a penny for ANY CANCELLATION FEES. Imagine my surprise when they came back and told me, sorry, it’s their policy that airfare is not refundable and if I had a problem with it, I should take it up with the airline! They then proceeded to tell me that since I had agreed to the price difference on the phone, they were not responsible for any inflation in the prices. I challenged them by pointing out it was THEIR employee that made the mistake of quoting me the wrong hotel, then proceeded to book me at the wrong hotel and never once apologizing for her mistake and threatened me with cancellation fees, forcing me to rebook with them and all the while, I was the one responsible! I could not believe they would transfer the cost of mistakes on their part to the consumer! That is absolutely outrageous to me! Furthermore, they were not holding up their end of the bargain as far as pricing was concerned, so why should I be held accountable for my end? This was unbelieveable and still is to me. They are not very honest about their pricing system, they will list everything as a package price and once you book, they tell you that "X" wasn’t included, "Y" wasn’t included and it’s all a separate charge bringing your trip easily to twice the amount you thought it would be!
At this time, I’ve cancelled everything with them minus the airfare, so I have a flight, but no hotel. Lesson learned here is NEVER deal with people you find incompetent.
I will NEVER use bookit.com for anything and highly suggest nobody else does either in fear that you will experience the same thing I went through. So vacationer’s BEWARE…use a reputable travel agency and sometimes what you find Onliine, may NOT be worth the headache.